Webinars
Thousands of viewers joined the live webinars hosted by Ger Koole, Siqiao Li, and Giuseppe Catanese. If you could not make it during the live session, note that you can watch the webinars below. Everything from capacity management to forecasting with the trusted CCmath look.
Let us know what you think of them and what topics we should cover next time!
You can register for the next webinar via this page.
Ger Koole PhD and Berkan Arik on CCmath’s Erlang for Python / R:
Start your free Python / R trial by requesting your user ID via support@ccmath.com.
Ger Koole PhD and André Leitão (weWFM) on the Mathematics behind Workforce Management.
Ger Koole PhD on why WAPE (Weighted Absolute Percentage Error) is the best performance measure:
During the second part of the webinar, Ger Koole PhD illustrated why WAPE is the best accuracy measure using the following Excel macro. Download it for free and test the WAPE function yourself here!
Ger Koole PhD on Erlang formulas for capacity calculations in Excel:
Siqiao Li on handling handling times; why the AHT is not your average average:
Ger Koole on the case of intraday management; less is more:
Giuseppe Catanese on the dangers of overfitting:
Ger Koole on the Man vs. the Machine:
Ger Koole on the complexity of chat capacity calculations:
Ger Koole on the suitability of Erlang C for callcenter staffing calculations:
Ger Koole on why a contact center forecast of 100% is sheer luck:
Do you want to learn more?
Visit WFM-Academy, our eLearning platform. You can take courses and training whenever you want, at your own pace.
Follow a full-scale training like the comprehensive Forecasting program, or try a single course like Multi-Skill Systems or Call Arrival Processes. You will be challenged throughout your training through quizzes and assignments, which Siqiao Li PhD will assess.
